How Do Your Clients Describe Your Customer Service Experience?

Who hasn’t banged their phone on their desk while being rerouted through a tortuous telephone tree currently known as “customer service.” Press 3. Enter your pin. Follow with the # sign. Ugh!

Today’s consumer needs are evolving. They have greater power and are no longer at the mercy of business. In fact, they are most interested in experience — not things.

They want clarity and transparency — nothing vague. Plus, they want the same experience across every touch point (i.e., website, social media, print, customer support, etc.) And, if it’s instantaneously, that’s even better!

Is this your small business customer service experience?

Consumers Willing to Pay More for Good Experience

Have you noticed your loyalty shift based on your experience as a customer? Whether you’re shopping for groceries, eating dinner out, having your automobile serviced, or mailing packages, you’ve likely noticed a change in the businesses you’re willing to support.

Here is one simple example from my own experience.

My behavior — and loyalty — swayed from the bureaucracy of the United States Postal System (USPS) to a local, small Mail ‘N Ship store this past year. Why?

The staff at the local mom-and-pop store always has a smile on their face! They keep the line moving, are cordial, make eye-contact when speaking with you and, best of all, they know my name and use it the minute I walk in the door.

Some of the USPS front-line employees are cordial, friendly, and do the best they can. Sadly, the USPS culture is notoriously plagued with inefficiencies, long-lines and, if an employee is having a bad day, they can be merciless.

Could USPS create the same experience? Absolutely!

Shipping costs at the mom-and-pop store are more expensive but that’s not reflective of the experience they provide. Costs are higher because of overhead. It doesn’t cost extra to create a positive experience that keeps customers coming back.

Customer experience goes beyond customer service.

Describe Your Customer Experience

How do you want your customers describing their service experience? Understanding what today’s consumer wants is an ideal place to begin:

1. Personalization. This can be a bit of a challenge but “one size fits all” is no longer going to cut it. Marketing software developments and automation make it much easier to achieve the level of personalization your consumer desires.
2. Options to reach you. Your consumer wants to select the method that best meets their needs — not yours — to contact you.

Watch for website chat to grow this year as 43% of consumers prefer an immediate answer to their question while browsing your website. Only 18% of consumers are interested in self-service. Cover all your bases with online and offline options available.

3. Continual contact. As more consumers unsubscribe from email newsletters, unfollow your social media platform, and block your mobile marketing texts, this seems a bit counterintuitive. However, consumers define what they want to hear, where, and how often. Be sure to give them options.
4. Listen/respond. Ask your consumer to rate you on your service and what do you get? Crickets! Nothing is more annoying and time consuming for your customers than taking senseless surveys.

To get their attention — and valuable input — speak directly with your client. Then, reward them by implementing their ideas and a $50 Amazon gift card for giving of their priceless time and insight.

Undoubtedly, it’s challenging to look from the inside out to see how your business stacks up. Plus, it can be tough to hear unflattering feedback. Yet, the loyalty provided by someone who describes your customer experience as stellar places your business at a greater advantage.

Are you ready to uncover the moments of truth for your business?